Under the general supervision of the Administrative Director of the Center for Specialized Healthcare Services (CSS), the Client Liaison (Concierge Medicine) is a lead Mass General conduit to a full panel of patients receiving longitudinal care within the Concierge Medicine practice, as well as external companies and referral entities. The Client Liaison serves as the face of the Center and the institution directly responsible for creating and maintaining positive and productive relationships for growth in the Concierge Medicine portfolio. In addition to facilitating appointments, scheduling, verifying insurance coverage, s/he is accountable for promoting the practice through highest levels of customer service, promoting positive word of mouth. The Client Liaison understands the healthcare dynamic and preferences in his/her Concierge Medicine physician's panel of patients and actively contributes to nurturing said panel. S/he develops and maintains strong relationships with practice leadership and other key contacts both within and outside of Mass General/Mass General Brigham to best assist patients with their health care needs in a discrete, often expedited manner. The Client Liaison coordinates with clinical and administrative areas to schedule appointments, assist with guest services, and deliver a consolidated care itinerary. The position requires attention to detail as well as the ability to work independently and handle multiple priorities and deadlines, as well as the ability to professionally contribute to business meetings and VIP patient interactions, continuously adapting to the relevant preferences of each patient and referring entity.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Serves as the designated account representative for patients for a designated physician
• Builds excellent rapport with external clients, referring entities, patients, and their families
• Tracks clients' preferences and metrics
• Addresses concerns and provides resolution by exercising good judgement. Escalates when necessary
• Extensive knowledge of all panel members' preferences
• Partners closely with other members of CSS (client specialists and liaisons, finance liaisons, clinical staff), exhibiting the highest level of professionalism
• Serves as a model of professionalism and outstanding service for other members of the department
• Provides highest level customer service to local, national and international healthcare providers and referral entities; Mass General clinical and administrative departments; and patients and their families, with the intent of growing volume.
• Acquires and maintains comprehensive knowledge of services provided by Mass General Hospital and affiliated Massachusetts General Brigham hospitals.
• Executes high-level requests which may require some flexibility to usual operational procedures with the highest degree of professionalism and judgment
• Develops and maintains strong relationships with MGH professionals, MGH ancillary services and affiliated hospitals to expedite coordinated care for patients and clients
• Collaborates with other CSS staff to provide cross-coverage as needed
• Facilitates special projects, as required, such as special mailings and other outreach efforts
• Documents all communication in Customer Relationship Management database and other internal systems; provides periodic data reporting
• Is an expert in EPIC and CRM systems relating to operational processes for current and prospective patients
• Employs customer service recovery tactics, as needed
• Assists with training and mentoring new and/or junior staff
• Meets regularly with leadership to review ongoing projects and issues

Qualifications

SKILLS AND COMPETENCIES REQUIRED

• Ability to work independently, as well as a member of a multidisciplinary team
• Demonstrated ability to effectively work with clinical staff strongly encouraged. Work directly with individuals at all levels of the organization, including clinicians and leadership
• Strategic thinking & facilitation: Ability to think and address strategic and clinical demands
• Ability to take initiative and proactively identify problems and propose solutions
• Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures
• Excellent verbal and written communications skills
• Outstanding networking skills with strong /confident presence
• Ability to make decisions quickly and independently; must also understand when to escalate issues
• Excellent interpersonal skills and ability to develop effective relationships with individuals at all levels in the organization
• Proficiency in medical terminology, office automation and hospital wide registration
• Proficiency in third party reimbursement, billing and collection processes required
• Capable of providing outstanding customer service
• Team player - works well with others
• Analytically oriented; strong attention to detail
• Ability to work well under pressure and to handle sensitive information and multicultural matters
• Ability to manage a large and varied workload
• Strong computer skills required
• Proactive, solution-oriented
• Familiarity with the MGH environment preferred

EXPERIENCE

• Required: 5 or more years of related experience in a health care or business environment
• Proven diplomacy skills and the ability to work with all levels of management and medical professionals both within and outside of the organization.
• Comprehensive knowledge of healthcare services, systems, and procedures.

EEO Statement

Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.